3rd Line Infrastructure Engineer

at  Lima Networks Ltd

From infrastructure and cloud solutions to cyber security, managed services and beyond, LIMA’s partnership-based working style enables businesses to achieve their most ambitious goals and deliver long-term value. In over 25 years, it’s made us a trusted provider to UK organisations across the public and private sector.
We are recruiting for a 3rd Line Engineer to join our Service Desk. Our Service Desk consists of three practices, Infrastructure, Modern Workplace and Networking. This position will sit within the infrastructure team.

Day to day you will:

• Manage incidents from customers and LIMA’s cloud environment on a priority basis and provide the highest standards of professionalism and skill, to resolve customer issues efficiently and accurately.
• Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) on time in alignment with SLAs.
• Provide a knowledgeable point of technical escalation for the 2nd line engineers relating to your skillset and assist our Customer Success Managers, who are aligned with our customers and offer guidance on breaking down technical issues into clear communications for non-technical parties.
• Take long standing or repeat incidents and progress them under ITIL problem management processes to ensure the long-standing reliability for our customer environments.
• Support our customers through planned release management processes by planning, preparing, conducting, and documenting the process.
• Align to the On-Call rota as an escalation engineer that will support LIMA customers outside of standard business hours and weekends in a 1-week-in-4 rota.

To be successful you should be able to demonstrate:

• Up-to-date technical accreditations or demonstrable experience in supporting infrastructure solutions based on the following technologies: VMware vSphere and Management platforms, Veeam Backup and Recovery, NetApp or an equivalent enterprise storage product and/or experience in TCP/IP technologies to facilitate the above
• An excellent troubleshooting methodology
• Strong experience in identifying and delivering continuous service improvements for your areas of responsibility
• A good communicator at a technical and nontechnical level in written and oral forms
• Experience in mentoring colleagues for continual team building and improvements
• A good understanding of the risk/impact of changes made to customer environments
• Experience managing your own time and responsibilities whilst keeping to strict customer SLAs
• Experience in working alongside service departments within the standard ITIL framework

It would be advantageous if you had technical accreditations or demonstratable experience in Infrastructure solutions that include the following technologies VMware NSX, Microsoft Azure, VMware Cloud Foundation and/or Hyper-V.

Please refer the Job description for details